Want Revenue Growth? Make Them Happy: Superior Customer Service

Posted on October 12, 2015 by MarleneMB

Drained and hungry after a flight from Florida Philadelphia, Dawnna St. Louisand I decided to get something to eat at one of the airport restaurants. :We decided to eat at Legal Sea Foods. I ordered soup and salad. When: the server, Edwin, brought our food I noticed that the salad did not have cranberries. I really thought cranberries will add a nice flavor to the salad.

I asked Edwin if they had cranberries. He said he would check. It was about 6-8 minutes before he reappeared with the cranberries. Pleasantly surprised, I told him I thought that they didn’t have it, because it took a while for him to get back. Edwin said: “We don’t. I went around to the Chinese restaurant to get them. I knew they have them.”

Wow! Dawnna and I were so impressed by this. Edwin could have simply said: “No, we don’t have them,” and continue on with his day. But he didn’t. Edwin provided superior customer service by going out of his way to give me with what I wanted. You know that earned him a great tip.

Now, you may say that this was not so significant. It was a small gesture and he was doing it for tips. For me, it was a big gesture. One that left me with a great impression not only of Edwin but of Legal Seafood. I will definitely visit the establishment again.

Edwin’s actions is a great example of the way customer service will win you new clients. As an entrepreneur, you cannot discount the value of providing your clients with the best customer service that you can. Here are some tips I gathered from my experience with Edwin:

Listen to your clients: Take the time to hear what challenges your client is facing, or what he or she wants. When people know that you are truly listening to them, they know you care. Therefore, they are more apt to do business with you.
No shouldn’t be the first answer: Before you say “No,” think of the issue your client is experiencing or what they want. Is there a solution that you can provide that will not cost you a lot of money, time and significant effort to provide it? By providing the solution, does it bring greater dividend in the long run? If so, go ahead and deliver it.
Let them know what you did: This one may not feel right to everyone, but I learned early in my corporate career that sometimes you have to do this. How will they know that you care enough to give them this special service, if you don’t tell them? It is similar to telling your manager what you did to deserve a raise or a promotion.
Don’t discount the Power of Great Customer Service: More than likely you have experienced good and bad customer service. Lately, it seems that the latter occurs more often than the former. Ensure that your company is delivery customer service that your clients are willing to tell people about it and recommend your company.
Provide the proper customer service training: Lack of proper customer service training for your employees can kill your business. I have seen it often enough. You may save money up front by not paying for training, but you will lose much more if your staff doesn’t know how to provide your clients with good customer service.

Lesson learned: Superior Customer Service = Happy Clients = Revenue Growth.

Upon leaving the restaurant, I asked Edwin if the restaurant had a Tweeter account. I told him I wanted to send out a tweet about how impressed I was by his service. He said he didn’t know if they did, but he was so happy I was pleased with his service. He raised his hands above his head, pumped his fists and chanted: “Edwin, Edwin, Edwin.” Dawnna and I had no choice but to laugh. Edwin’s gesture made me feel that I had truly entered the City of Brotherly Love. What a great way to start our business trip on a hight note.

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Marlene M. Bryan is a Distinguished Toastmaster, DTM. She is a certified speaker and leader by Toastmasters International. She is currently the District 47 Public Relations Officer, and leader of the Public Relations Team. She provides her services to over 3800 members throughout the district. Marlene is the owner of Marlene M. Bryan, Corp and Small Biz Evolution, LLC. She is a Speaker, an Author and a Business Coach.

Honest and Best Mechanic

Posted on May 21, 2014 by MarleneMB

The award hanging on the wall of Hallandale Auto Electric reaffirms what I have experienced at this auto shop: “Honest and Best Mechanic.” Last year I was shopping around for a new auto shop to change the brakes on my car because an auto repair guy told me I needed new brakes. As usual I liked looking around for at least three quotes. When I called a few shops, they gave me the price for the brakes and nothing else.

The response from the guy at Hallandale Auto Electric was a little different. The guy on the phone told me a price, but he said it is just an estimate. He would rather take a look to ensure that was what I needed. I told him I would come. He paused and said it would have to be on Monday. He is closing the store early for Thanksgiving. He wanted to give his guys time off with their families and to rest.

That got me hooked. If someone cares about his workers like this; there is a great chance he will care about his clients also. He told me his name is Todd. I told him I would be there Monday morning bright and early. When I drove up to the shop, I was taken aback by the amount of cars on the premise. There was no fancy waiting area. Instead you have a small office that has a few chairs and the owner’s workspace all in one.

What is impressive are the walls. They are covered with years of thank you letters, postcards, and awards! Moshe Bourak open his business, Hallandale Auto Electric, more than 30 years ago. Now his son, Todd, assists with its management. Moshe approached me about what I needed. I told him I needed new brakes. He said he will have someone take a look at them. I asked: “How much?” “Dear,” he said, “my price is $69 for a set of brakes only if you need them. If I put your car on the lift and you don’t need brakes, I charge you nothing. If you need brakes and you don’t want me to fix it, I will charge you a service charge.”

“Fair enough.” I said as I handed him the keys. I went into the office and met Todd. He was very friendly to everyone that entered. As I sat and listened, I learned so much about them. Moshe and Todd are well respected by their workers and their customers. They listen carefully to what everyone has to say. They spend time explaining what needs to be done. They have 3 workers with them for 30 years, 2 with over 20 years, 3 over 10 years and one over 5 years. Amazing!

About 20 minutes later, Moshe called me to go with him to my car. He asked me who told me I needed new brakes. I told him another mechanic. “He doesn’t know what he is talking about. You don’t need new brakes. Let me show you.” Moshe showed me what a set of new brakes look like. He showed me the thickness. Then he took me around to each one of my brakes. He showed me that they are slightly thinner than a new set of brakes!

Then he said: “What you do need is a new tire. You back passenger tire is balding and very dangerous to drive on.” I told him I knew I needed to replace it and possibly the other rear one. I was just very busy driving all over the place. He said I could go, but he doesn’t recommend me driving on the tire. I agreed to have him replace it.

My experience with Moshe, Todd and their workers left me feeling great about doing business with them. I now tell anyone that needs a mechanic about them. My friend, Maria, said she was very pleased with the way they treated her and her car. They worked past closing to get her car fixed. She is happy that I told about them.
Today, I’m back for my routine maintenance. Todd pulled up the manufacturer’s recommendations and show me the info on the computer. As I sat waiting with a few others, a young lady walked in. She seemed apprehensive about being there. I said hello as she sat down. I told her she looked unsure about the place. She said she was. Another customer and I both reassured her she was in the right place.

Just as we said this, Todd called her out to her car to see what she needed. She came back in and I asked her if she learned something. Tears appeared in her eyes. She said she was debating if she should share her experience, but since I asked. She said, “I prayed before I came here, because I was worried how I was going to pay for all the repairs. Todd showed me what I really needed and it is not as much I was worried about.” We, the ladies and the one guy waiting, were all happy for her. Another happy customer of Hallandale Auto Electric. They certainly deserve the award for “Honest and Best Mechanic!”

Live a Diamond Life, Live a Life of Purpose: Diamond Cutters